Service Center Associate - Malindi
About The Role
Reporting to the Regional
Sales Manager with a dotted reporting line to the Fleet Operations Manager, the
Service Center Associates will manage our Service Centers. The key role will be
good customer service to all customers that come to the service center, sales
conversion, stock management, troubleshooting, and escalating all aftersale
issues reported by the customers through the service centers. 50% of the role
expectation is highly centered around sales with overall support for the shop
operations and general management.
Key Responsibilities
Customer Service
Maintaining
a positive, empathetic, and professional attitude towards customers at all
times.
High-level
knowledge of all SunCulture products with the ability to address all questions
asked by customers
Acknowledging
and resolving customer complaints within stipulated SLAs.
Communicating
with customers through various channels and responding promptly to customer
inquiries.
Analyze
trends to create solutions to ensure customer service needs, business goals,
and objectives are met or exceeded.
Ensure
service center operational standards are adhered to.
Be
the lead in monitoring and maintaining the required stock levels at the service
center by conducting regular stock takes and ensuring a majority of components
needed by the team/customers are available at the service centers.
Promote
the SunCulture brand by ensuring the service center is kept clean and tidy at
all times noting the operation hours of the Sales and Service Centers are 9am
to 5pm Monday to Friday and 8am to 12pm on Saturday.
Assist
in sales/after sales requests placed by various customers and team members.
Follow
up on customer issues to resolution by following the stipulated aftersales
escalation process.
Aftersale
Ensure
all aftersale issues are raised via a ticket and track records of customer
interactions, comments, complaints, and aftersale issues.
Providing
feedback to all customers in reference to their queries and aftersale issues.
Troubleshoot
all aftersale issues, resolve non-technical issues, and escalate to the
aftersale product team any issue not resolved at the service center level.
Ensure
all spare parts are available in the service center and proper inventory
management.
Generate
all reports in reference to service center activities and stock level.
Sales
Work
closely with the Regional Sales Manager in developing and establishing clear
sales KPIs (that is sales targets, lead generation and sales call logs to be
achieved daily and Quality Assurance [QA] 90% score). The assigned sales
targets and corresponding commission is as guided by our commission structure.
Achieve
lead generation targets and ensure constant follow-up on leads in order to
convert them to sales.
Initiate
selling tactics that will ensure leads are converted I.e conducting demos,
sourcing to market activities and customer referral programs.
Qualifications
A
Diploma or Degree in Business Administration (Sales and Marketing option), our
Customer service will be an added advantage.
At
least 2 years of proven experience in sales or customer service.
Proven
track record of successfully meeting sales targets.
Outstanding
interpersonal skills with the ability to interact freely with customers.
Ability
to think and properly plan the day-to-day work, proper inventory management,
and tackle customer complaints.
High
EQ with the ability to work under pressure, and meet deadlines, and targets set.
Passion
for customer service, the industry, and current trends adaptable for SunCulture.
Independent
thinker with proactive decision-making capabilities.
Comfortable
with ambiguity and experience working in a dynamic environment.
Be
organized and be an expert in time management- both at personal and team levels.
How To Apply